Visual IVR Keypad Mapping for Clear Menu Selection
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Solution Overview
Problem
Existing telephony systems often require manual transfer of information between communication modes and lack integrated visual representation of interactive voice response (IVR) menu options, leading to user confusion and misinterpretation.
Innovation Solution
A telephony system transcribes IVR audio in real-time, maps menu options to a graphical user interface (GUI) keypad, and outputs it to the caller's display, using automated speech recognition to generate a GUI keypad with keys representing IVR menu options.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual transfer of information between communication modes is used, then system complexity is reduced, but user confusion increases and interaction efficiency decreases
Solution Approach 1:
The patent combines audio IVR communication and visual display into a single integrated system. The telephony system captures audio IVR messages, transcribes them to text, and displays both the visual keypad and transcribed messages on the user's device screen, merging multiple communication modes into one unified interface that reduces user confusion and improves interaction efficiency
Solution Approach 2:
The patent introduces an intermediary processing system that acts as a mediator between the audio IVR system and the visual display. The system captures audio messages, uses speech-to-text transcription services to convert them to text, and then displays both the transcribed text and visual keypad representation, serving as an intermediary that bridges audio and visual communication modes
2Loss of information
If IVR menu options are presented only through audio, then device requirements are minimized, but user understanding and accuracy decrease
Solution Approach 1:
The patent adds a visual dimension to the traditional audio-only IVR system. By transcribing audio IVR messages to text and displaying them on the user's device screen alongside a visual representation of the keypad, the system transforms one-dimensional audio information into two-dimensional visual information, improving menu option clarity and user understanding without excluding audio functionality
Data Source
AI summary
A telephony system generates a graphical user interface (GUI) keypad that includes one or more options detected in an audio stream from an interactive voice response (IVR) system. The telephony system detects speech associated with the IVR system in the audio stream and parses the speech to determine one or more options. The telephony system maps each option to a respective key on the GUI keypad. The system generates the GUI keypad such that it includes a representation of each option on a respective key of the GUI keypad.